Due to the intangible nature of service, amanging quality in a service operation requires a different approach, compared to managing quality in a production operation. Service quality is defined as how expectations are being satisfied. There are five dimensions to service quality; Tangibles, Emphathy, Reliability, Assurance, and Responsiveness; each of them dealing with their own aspects to customer expectations. To analyze how companies manage and fulfill customer's needs and expectations, we use the GAP theory analysis by Parasuraman. It states that there are gaps between what management has provided to and the customer expectations themselves.

garuda Indonesia, as leader of the local airline industry, concerns with improving its service quality especially the on-time performance (OTP) of its flights. One key success factor in the industry is maintaining high customer satisfaction by having on-time flights. The problem currently is that their on-time performance target of 2010 is not met. To solve this, flight delay data is being analyzed using the fishbone and Pareto analysis of the quality analysis tools and the result is that the root causes of those delays are airport facilities, technical, flight operations.

Discussed with the service quality theories, recommendations will be formulated in order to solve the problem and that includes dealing with both internal factors and external factors.



Research Location : Garuda Indonesia, PT



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